Case Study: a leading pet supplies retailer enhances loyalty and customer experience with Concentrix

How a leading US pet supplier retailer turned to Catalyst to improve its loyalty program and customer experience for pet parents

Concentrix worked with a leading pet supplies retailer in the US that offered products, grooming, wellness checks, curbside pickup, pharmacy services, and delivery. The retailer was running two separate loyalty programs at once, which created confusion for customers and employees and made it hard to deliver a clear, engaging customer experience.

Concentrix helped design and launch a unified loyalty program, using customer and competitive research, stakeholder workshops, and input from franchise and vendor partners. The new program added points on purchases, bonus points for surveys, free products with qualifying buys, birthday gifts for pets, early event access, donations to animal shelters, and personalized content. Concentrix delivered the rollout nationwide, on time and on budget, across franchised stores and online, creating a more valuable program centered on discounts, personalization, and charitable engagement.